1. communicating at work

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Communicating at Work

Session 1

Business Communication for ProfessionalDevelopment

(BCPD)

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SWOTwithACRONYM

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Ice-Breaker


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Lets decode what we already know

about communication

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Devox Case Study

Question for Discussion :

What is the pay off for effective

communication ?

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Learning Objective

You will be able to gain Fundamental

understanding of the Communication

Concepts at work

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Factors contributing towards the growing importance

of effective communication at the workplace

Increased use of technology at the workplace

Diversity at the workplace

Geographical dispersal and decentralization of mostglobal organizations

Time constraints

Legal liability of any organization

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Goals of Communication

To inform

To persuade

To mobilize

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Directions of Communication

Vertical communication

Top-down: Used to give orders or instructions and to provide and askfor information

Bottom-up: Used to describe the results of actions, to provideinformation that has been requested, and to make requests or appeals

Horizontal communication

Used to keep equals informed of various actions, to see the counsel oropinion of peers, to discuss problems, and to chat informally.

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Channels of Communication

Spoken: Meetings, presentations, oral instructions,chats, discussions, etc.

Written: Bulletin board notices, circulars, letters,memoranda, reports, proposals, notes, etc.

Electronic: E-mail, instant messaging, videoconferencing, phone messages, voice mails, blogs, etc.

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Methods of Communication

Meetings

Presentations

Written messages

Public notices on bulletin boards

Memoranda

ReportsStaff bulletins or magazines

Electronic messages

Telephone conversations

Communication through computers

Communication through local area networksVideo conferences

Fax

E-mail

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Communication Networks

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Communication Networks (Continued)

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Communication Networks (Continued)

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The Chain-Centralized Network

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New Communication Media

Blogs

Instant messaging

Podcasts

Smartphones

Short message service (SMS)

Twitter

Webcasts

Wiki

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Ways of Communicating Non-verbally

across culturesEye contact

Facial expressions

Posture and body orientation

Proximity

Appearance

Vocal elements

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Miscommunication and Communication Failures

Miscommunication can occur due to lapses on the part of thesender, the receiver, or the channel used for communicating:

The sender: Sometimes a message might not be clear or

accurate or simple enough to understand.

The receiver: Sometimes, receivers might be unwilling to takein the message because they are too busy or biased.

The channel: The choice of channel may also be the cause ofmiscommunication

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The Grapevine .

Informal Communication Network that operates within an

organization

Rumor ,Innuendo ,Speculation

Develops as people interact within the formal communication

system and certain behavior patterns emerge

About 80% of the information passed along the grapevine is

business related, and 75% to 95% of it is accurate.

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Barriers to Communication

The Noise Barrier

This is any sort of interference that takes place between the senderand the receiver.

The Feedback Problem

Feedback can manifest itself in the following ways:

Evaluative

Interpretative

Supporting

Probing

Understanding

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(Continued)The Problem of Media Selection

If media selection is a personal choice, message transmissiondepends on the following:

Personal inclination

Personal experience in media selection and messageoptimization

Personality characteristics

Mental Barriers

We all see the world differently, and the perceptual processdetermines what messages we select or screen out. Manytimes, noise exists in the mind of the sender or the recipient.

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Barriers to Communication (Continued)

The Problems of Language and Articulation

Use of improper words

Use of jargon

Ambiguity

Physical Barriers

In workplace, physical barriers include marked-out territories intowhich strangers are not allowed, closed office doors, barrier screens,separate areas for people of different statuses, and so on.

Personal Barriers

In workplace, personal barriers include fear, mistrust, and suspicion.

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Barriers to Communication (Continued)

Cultural Barriers

When we have to be a part of a group, the unwritten understanding is thatwe accept the collective code of conduct or behaviour. Inability to do thatresults in cultural barriers.

Interpersonal BarriersThere are various levels at which interpersonal barriers occur:

Withdrawal

Rituals

Pastimes

Working

Games

Closeness

Technology

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(Continued)Information Overload

This occurs when the volume of information received exceedsthe persons capacity to process it.

Passive ListeningPassive listening is little more than hearing and occurs whenthe receiver of the message has little motivation to listencarefully.

Listening to music, stories, television programmes, orpretending to listen while merely being polite in anotherscompany may be cited as examples of passive listening.

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Characteristics of a Good Listener

A good listener always:

Leans forward to make eye contact with the

speakerTakes notes as they listen

Clarifies points that they do not understand

Does not judge until the speaker has finished

talkingFocuses on the topic

Ignores distractions

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Ways to be a Good Speaker

Organize your material into manageable chunksof information

Build a rapport with the audience

Build humour into the talk

Answer questions adeptly

Use linguistic tools

Use ample illustrations

Follow Role Models .

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Communication Breakdown:

Seven Cardinal Mistakes Managers Make

Communicating without adequate preparation

Underestimating the intelligence of the audience

Using inappropriate channels of communicationBelieving tat words speak louder than actions

Listening only to good news

Playing guessing games with employees

Rarely talking to employees

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Reference

Business Communication for Managers-

Payal Mehra, Chapter 1, Pearson

Chaturvedi, P. D. and Chaturvedi, Mukesh,2011 reprint: Business Communication,

Concepts, Cases and Applications; Pearson

Education. (Part 1; 1-2)

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